Forum Discussion

6 years ago

App crashes on Checking For Updates screen

I can't log into the app. Got a Client Must Be Updated message around 11:30am pst that bumped me out of the game. Relaunched and the game crashes during Checking For Updates. Have deleted and reinsta...

technical issues

EA_Arrenai

EA Staff (Retired)

6 years ago

Hey there, @DWall45.

I'll be happy to help you out here. What iOS version is your iPhone on at the moment?

Arrenai 🐱

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DWall45

6 years ago

@EA_Arrenai My iPhone is on iOS 13.3

EA_Arrenai
EA Staff (Retired)
6 years ago
Awesome that you're up to date there, @DWall45.

The next step would be to check to ensure the date and time is correct to your device and your current time zone. This being incorrect can throw off the ability for the game to verify your game data.

If you're using a VPN, please disable it, then reload or reinstall your app.

If the time and date don't match your actual time zone, update it and see if everything starts working as normal.

Another thing you can try is to see if adjusting the method in which you connect helps get you online. For example, if you are on Wifi with your iPhone, trying data instead may help. The same goes for if you're on data, you can give Wifi a try to see if it improves.

Please let me know how that goes for you.

Arrenai 🐱

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- DWall45
  6 years ago
  @EA_Arrenai I have tried on both WiFi and cellular data (don't use a VPN). Have deleted and reinstalled the app multiple times. Time and Date are correct...still have the same issue.
  - EA_Arrenai
    EA Staff (Retired)
    6 years ago
    Thanks for the update, @DWall45. It helps a lot.
    
    Let's try to clear the history and cookies on Safari, in case they're causing an issue with the game itself. Old/outdated data in the browser can cause some hiccups in gameplay, so I'd like to rule that out as an issue here.
    
    Thanks so much for your on the ball responses. 🙂
    
    Arrenai 🐱
    
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